I apologize if this is asked and answered, but I didn’t find anything and I’m not sure of the best search terms.
We are a small IT team with a few agents. Often times our techs will respond to a support email without logging into Zammad. This means a ticket is being addressed, but not assigned. Is it possible to auto assign a ticket to the first agent who replies to an email?
I have tried this unsuccessfully, but perhaps I’m missing something.
Zammad does not provide any support for replies on notification emails.
If you chose to route them back to Zammad that may work follow up wise, but does not cause an answer to your customer.